1. KAYLA BOWLSBY
Ankeny, IA 50023 |  (515) 494 - 4462 |  bowlsbykayla@gmail.com | LinkedIn
PR O F ESSI O N AL PR O F I LE
Highly-Skilled office administration and customer service professional with 10+ years of transferable experience. Proven
record of streamlining processes to improve productivity and customer satisfaction. Adept at contributing to company
changes by training new employees and integrating new software and products. Select areas of expertise include:
▪ Business Writing ▪ Office & Financial Administration ▪ Customer Service
▪ Legal Compliance ▪ Meeting & Event Planning ▪ Supply Management
▪ Process Improvement ▪ Training & Development ▪ Problem Resolution
▪ Microsoft Office ▪ Written & Verbal Correspondence ▪ Team Leadership
PR O F ESSI O N AL EX PER I E N C E
NATIONWIDE ADVANTAGE MORTGAGE 2007 – 2016
Customer Service Representative II (2013 – 2016)
 Performed daily business writing for all inbound and outbound department correspondence, including emails to
customers and affiliates.
 Ensured legal compliance by responding to summons and subpoenas.
 Managed large sums involved in modifying loans for recasting.
 Maintained daily response and updates to the credit bureaus.
 Trained team members, helped supervise the customer service team, and delegated responsibilities as warranted.
 Oversaw the department supplies and ordering needs.
 Executed all functions of a Customer Service I (below).
Highlights:
 Re-wrote department documents to improve user-friendliness while maintaining compliance and legality,
resulting in less call-backs from customers.
 Remained at Nationwide following its closing announcement to lead a team of temporary employees and
incomplete tasks; maintained service levels and compliance scores despite a reduced and inexperienced staff.
 Maintained a 95% customer call evaluation score for nine years.
Customer Service Representative (2007 – 2013)
 Responded to approximately 80-100 calls per day in a high volume, call center environment.
 Scheduled various team activities and encouraged engagement among team members.
 Streamlined processes and daily procedures.
 Maintained department records and documents.
Highlights:
 Contributed to the team remaining within the 90%-100% service level range, resulting in less hold time for
customers and a higher volume of calls answered.
INSURANCE FINANCE CORPORATION 2005 - 2006
Agent
 Performed one on one client interaction and problem solving in an independent working environment.
HY-VEE 2001 - 2005
Customer Service Clerk
 Held nightly closing procedures for the video, photo, and general merchandise areas of the grocery store.
ED UC AT I O N AN D C ER T I F I C AT I O N S
General Secretary 101 Course – Completed 10/2016
Coursework: Reception, Scheduling, Travel Arrangements, Word Processing, File System Management, Spreadsheets,
Correspondence, Dictation, Office Equipment, Communication Skills, Time Management, & Handling Difficult Situations
Certified Iowa Notary (In Progress)